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Customer Service Delivery Excellence Communications Manager - Toronto/Montreal - 21538

Location: TORONTO, ON, Canada
Posting Start Date: Nov 5, 2018
Posting End Date: Nov 19, 2018


Job Description


Are you passionate about reaching new heights, teamwork and making a meaningful contribution? Do you picture yourself as a valued member of an industry-leading organization? If you answered yes to these questions, Air Canada is seeking enthusiastic individuals to join the diverse and vibrant team working together to lead the growth and expansion of Canada’s flag carrier.


The Global Customer Experience Information Maintenance Manager is responsible for the preparation and delivery of communication to Airport employees at Canadian, US, International, Jazz, and third-party Airports. In addition to the communication of standards, policies and procedures, they are also responsible for the management, maintenance and readership of ACpedia2 documents.

  • Responsible for the preparation and publication of all Airport communications including Destination, The Timatic Times, Airports HDQ News and Baggage Express.   
  • Responsible for the preparation and distribution of time sensitive news items through various channels, including Globe emails and system sign on messages.
  • Prepare and deliver other Airports communication initiatives.
  • Responsible for the preparation, delivery and records of monthly department conference calls with stations.
  • Monitor Yammer activity, prepare timely responses and post communication for Airports groups, liaising with other business units as required.
  • Responsible to review, revise and maintain all Airport related documents in ACPedia2, including urgent news items.
  • Manage information for review within ACPedia and Modify and ensure indexing requirements are met as necessary, to ensure consistency across all vehicles
  • Prepare and monitor ACpedia readership reports for all airports including Canada, USA, Jazz and International. 
  • Prepare and deliver monthly readership scorecards and station targets. Design and implement initiatives to increase readership compliance.
  • Manage the Customer Service Delivery e-mail to address all requests and prepare responses in a timely manner.
  • Liaise with other business units (Contact Centres, Customer Relations, CJM, Commercial, Legal etc.) as required to review and update information for Airports. 
  • Update and maintain security related documents in ACpedia2 with direction from Corporate Security.
  • Ensure safety, security and service standards are observed, monitored and practiced consistently.
  • Ensure compliance with standards of IOSA, SMS and other applicable authorities.


  • Undergraduate or Graduate degree in Communications or Business Administration
  • Excellent written and verbal communication skills
  • Experience in Technical writing
  • Strong knowledge of Airport policies and procedures
  • Demonstrated commitment to customer service.
  • Knowledge of Air Canada’s corporate communication standards and guidelines.
  • Proficient knowledge of Office 365.
  • Experience with Res III, QIK CHEK, SmartSuite, Globe System and Power BI are an asset.
  • Motivated, self-starter able to work with minimal supervision.
  • Strong organizational skills with the ability to work on multiple projects, adjust priorities and meet strict deadlines.
  • Demonstrated ability to work effectively in a team environment
  • Highly flexible and adaptable, able to work under pressure.



Based on equal qualifications, preference will be given to bilingual candidates.

Diversity and Inclusion

Air Canada is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees’ unique contributions to our company’s success.


As an equal opportunity employer, we welcome applications from all to help us build a diverse workforce which reflects the diversity of our customers, and communities, in which we live and serve.


Air Canada thanks all candidates for their interest; however only those selected to continue in the process will be contacted.




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